Community

Why You Should Speak Up… And, Stick Around

There is a saying in business: “If you are unhappy with someone’s service, ‘talk with your feet.’” Meaning, leave. They say that the window to please a customer these days is getting shorter and shorter.

But that’s a completely ridiculous course of action. (Not to mention, childish.)

The problem with this strategy is that a) you, as a patron, don’t get what you want, and b) the business doesn’t get what it wants. The business obviously wants happy customers, people to have a long-term relationship with and, ultimately, success.

But you want the same thing, right? You want whatever amazing benefit or solution you went to the company for in the first place. Say, for example, you went with a company because you liked the way they did things, i.e. you liked their service or you like their product, and while you were getting it, you were happy.

But then, they changed something. They changed the way they delivered the product, or they changed their logo or their colors (hey, I’ve known people who’ve jumped ship for smaller reasons!). Who knows what it was, but they made some change and you don’t like it.

And what is the typical response? Talk with your feet, right? You unsubscribe, leave, or just stop buying their product. Now, if you’re one of the rare few, maybe you give the company feedback before you leave, saying, “I don’t like this new change; I think you were better before.” But then, you’re gone.

But who suffers most?

You’ve left, feeling upset (but justified)… but now, you’re no longer getting the juicy stuff. You’re without the service that you went there for originally. And, unless you’re one of the rare few, the company has no idea why you’ve left. Either way, you lose, and they lose.

And here’s the long-term view: what if the company changes back? You don’t even know about it, because you’re not paying attention anymore. Big mistake.

In order to get what you want, you need to help the company to improve by giving them the feedback you have for them… and then, stick around. Be there when they change. And if they don’t, tell them again. Ask why they’re doing it the way they are. Get in their face, if you need to. It’s how relationships get worked out, and not just abandoned.

A personal example…

I had a student once in one of my classes who used to complain about just about everything (seriously). In the beginning, this drove me crazy (I figured she hated how I taught) and, of course, it brought up all my insecurities about my abilities. But then I realized it’s not that she didn’t like me… she actually loved me. She just wanted the best that I could give her, and she knew I was capable of it.

Luckily (claiming no genius on my part), I was able to put down my ego and make the changes that she asked for. And not only did it improve her experience, but it also made the class much better for everyone (they told me so after the fact). It was a win-win situation all the way around.

So, the next time a company or business that you like—be it Apple Computer, the plumber down the street, or a Thai restaurant you visit—changes anything they do for the worse, or if you just have a bad experience, tell them about it. Speak up, but then stick around and see how they make their changes.

You’ll be much happier in the end.

Related posts

• I Was Going To Write About SOBCon, but… Part Two (7)
• Cry Out In Your Weakness (15)

2008 Viverati.